Senior Automotive Technical Specialist – Customer Resolutions

Solve complex automotive disputes. Present technical evidence. Drive fair outcomes. Are you an experienced automotive professional with a strong track record in

consumer tribunal proceedings, hearings and dispute resolution ? We're looking for a Senior Automotive Technical Specialist – Customer Resolutions to manage complex automotive disputes, investigate technical issues and represent our automotive client in tribunal hearings and proceedings. This role is suited to someone who combines substantial automotive technical knowledge with

demonstrated experience preparing for and participating in formal tribunal proceedings . You'll be confident assessing technical evidence, developing clear and defensible findings, presenting complex information and responding to questions in formal hearing environments. Your experience may come from automotive manufacturing, dealership aftersales, technical investigations, warranty disputes, insurance or a related field. However, a strong automotive background alone is not enough for this role. You must also bring established experience in tribunal proceedings, ideally involving automotive disputes, consumer law or technical matters. You'll take ownership of complex and sensitive cases, work closely with legal and technical stakeholders, and provide day-to-day guidance and coaching to two Customer Liaison team members. What you’ll be doing You'll manage complex automotive customer matters from investigation through to resolution, ensuring decisions and recommendations are supported by sound technical analysis and credible evidence. Your responsibilities will include: Representing our client in tribunal proceedings:





Prepare for and participate in consumer tribunal hearings, present technical findings and evidence, respond to questions and support the client's position with clear, evidence-based explanations.

Preparing tribunal and hearing materials:

Review case documentation, organise technical evidence, develop transparent written findings and recommendations, and assist with submissions and other hearing-related documentation.

Investigating complex automotive issues:

Assess alleged vehicle faults, damage, accidents, vehicle fires, warranty disputes and other sensitive technical matters.

Analysing technical evidence:

Review vehicle histories, servicing and repair records, warranty information, inspection findings and evidence provided by customers, dealerships, suppliers and insurers.

Developing defensible technical recommendations:

Interpret evidence, assess competing accounts and provide well-reasoned findings to support dispute resolution, legal claims and tribunal outcomes.

Managing escalated customer disputes:

Take ownership of high-risk cases, executive referrals and complex matters requiring sound judgement, discretion and effective stakeholder management.

Supporting legal and regulatory matters:

Work with legal teams on Australian Consumer Law matters, regulatory enquiries, mandatory reporting and requests from authorised government bodies.





Collaborating across the business:

Partner with legal, technical, product, dealer, customer experience and operational teams to progress cases and achieve appropriate outcomes.

Supporting team development:

Provide day-to-day guidance, coaching, workflow coordination and quality support to two Customer Liaison team members.

What we’re looking for Essential experience and capabilities To be successful in this role, you’ll bring: Demonstrated experience in tribunal hearings and proceedings , including representing a party, presenting evidence or providing substantive support in a formal hearing environment.

Experience preparing cases for hearings, reviewing supporting documentation, organising evidence and developing clear, evidence-based arguments or recommendations.

Strong automotive technical knowledge, including vehicle systems, faults, diagnostics, repairs, servicing, warranty matters or aftersales operations.

Excellent investigative and analytical skills, with the ability to assess conflicting information, interpret technical evidence and reach well-supported conclusions.

The confidence to explain complex technical matters clearly to tribunal members, legal representatives, customers and other non-technical audiences.

Strong written and verbal communication skills, including the ability to prepare accurate reports, technical findings and formal case documentation.

Sound judgment, attention to detail and discretion when managing sensitive, high-risk or contentious matters.

The ability to manage competing priorities, hearing deadlines, complex caseloads and multiple stakeholder relationships.

The confidence to work aut

📌 Senior Automotive Technical Specialist – Customer Resolutions (Melbourne)
🏢 Percepta
📍 Melbourne